Customer Relationship Manager

We're looking for a Customer Relationship Manager to play a key role in helping both our Company and our Funds establish strong professional relationships with potential customers. We are a fast-growing organization that builds and manages alumni venture capital funds for accredited and qualified individuals. Specifically, our funds raise money from alumni, then turn and invest that capital back into entrepreneurs from the same university with the goal of providing diversification and a strong return on investment. To date, we have established funds for alumni of Dartmouth, Harvard, Yale, MIT, UPenn, Northwestern, Wisconsin, Berkeley, and Stanford. We are private, for profit, and not part of any school.

Basic Qualifications

Must be a college graduate

Minimum of 2-4 years of Customer Relationship Advocacy in a B2C sales environment

Experience with managing a customer service through phone, email, and live chat

Experience operating within a CRM platform (Hubspot preferred)

Requirements

Great work ethic and attitude

Exceptional interpersonal skills matched with an abundance of empathy, patience and understanding

Strong writer and communicator and even better listener

Ability to be analytical and not only solve problems without much guidance, but anticipate and fix issues

Strong management skills/experience

Technically savvy, able to quickly learn new platforms, tools, etc.

Excellent team manager, trainer, and coach

A high level of poise and professionalism

Ability to multi-task across one-offs and larger, long-term projects

Talent for learning and improving processes and systems

Highly organized and detail-oriented, with the ability to prevent and catch errors

Self-starter, but a great team player

Adept at managing up

Bonus points if you….

Are entrepreneurial

Have experience with/knowledge of financial products or venture investing

Responsibilities

Serve as a member of our Marketing department

Manage the top of our sales engagement process for scheduling phone calls with our Managing Partners

Provide white-glove customer service to high end, sophisticated investors via email and occasionally

Track data and work with the rest of the Prospect Relations team to analyze results and iterate and improve operations, content, processes

Identify, implement, and manage opportunities to broaden our ability to engage with prospects, and ultimately book calls for our Managing Partners. The main areas for this that we’ve identified so far are:

Call scheduling sequences (mature)

Chat interactions with prospects on our site or in a third party like LinkedIn (nascent)

Text interactions with prospects (nascent)

Receiving phone call inquiries from prospects (nascent)

Lead creation and upkeep of investor FAQ's (non-closing) and be able to field calls and emails on difficult investor questions.

Manage KPIs to track and improve the effectiveness for all of our communication channels

Work with the other members of the department to ensure that our brand, messaging, and story is being told in the appropriate way through all processes and delivery methods

Be the systems expert for existing and new systems – chat tech, phone systems, calendar tech, HubSpot integrations, and more

Manage and help build the Customer Relationship team

Be an active participant in the improvement process as it relates to our approach, process, products, and services